About Momentum Solutions Egypt
Momentum Solutions Egypt is a dynamic office located in New Cairo, Egypt. We deliver top-tier customer care, sales support, and a growing range of business solutions for global travelers booking with FlightHub and Justfly.com. Powered by a dedicated and agile team, Momentum Solutions Egypt is built to scale - supporting functions from service to strategy, all while making travel seamless, accessible, and stress-free.
Position Overview
We are looking for a proactive Workforce Management Analyst (WFM) to join our phone sales call team. This role combines strategic forecasting and scheduling with live queue monitoring to ensure optimal agent performance and consistent service levels. If you're detail-oriented, data-driven, and thrive in fast-paced environments, this could be the perfect opportunity for you.
What You'll Be Doing:
- Forecasting & Analysis: Utilize historical data to forecast call volumes and agent demand, ensuring proper staffing levels.
- Headcount Management: Determine weekly, daily, and hourly staffing needs while accounting for factors such as shrinkage, absenteeism, and peak hours.
- Scheduling: Build and maintain flexible schedules that align with forecasted call volumes and operational requirements.
- Answer Rate: Establish a reliable baseline for answer rates and implement strategies to improve performance, especially during peak periods.
- Intraday Adjustments: Proactively respond to call spikes or low-coverage periods with on-the-fly schedule modifications or team alerts.
- Collaboration & Reporting: Work closely with Operations team, and Stakeholder to align workforce planning with business goals, and provide regular reports on key metrics such as occupancy, adherence, ASA, and forecast accuracy.
- KPI Ownership: Monitor and drive performance against critical KPIs including service level, abandonment rate, and schedule adherence.
What You Bring:
- A minimum of 2 years experience as WFM in a contact center environment, with proven exposure to both aviation and sales sectors preferred.
- Strong analytical and problem-solving skills, especially in forecasting and scheduling.
- Excellent communication and organizational abilities.
- A proactive mindset with the ability to work independently and take initiative without constant direction.
- Ability to adapt quickly to shifting priorities in a fast-paced environment.
- Proficient in tools such as Excel, Google Sheets, and Aircall
- Familiarity with WFM tools like NICE IEX, Verint, or equivalent (preferred).
- Please note this is a full-time on-site position, in the 5th Settlement in New Cairo, Egypt.
Benefits of Working With Us:
- Competitive Earnings: Benefit from an incentive-based compensation plan, allowing you to influence your earnings directly.
- Collaborative Team: Work with a supportive team dedicated to shared success.
- Growth Opportunities: Develop your career within a company that values commitment and innovation.
Explore FlightHub: https://corporate.flighthub.com/
